Welcome

Welcome
J. GOPI KRISHNAN

EFFECTIVE
LISTENING SKILLS

INTRODUCTION

Emphasis on the importance of listening in the workplace

Cannot manage effectively without good listening skills

Cannot build teams or consensus

Communication is the single most important leadership skill

of a Supervisor/Manager.

Communication Apprehension
Group Discussions Public Speaking One on One

Formal Meetings

What are the most common ways we communicate?

Written Word

Methods of Communication
80% of working day involves communication
Used Listening Speaking Reading Writing 45% Taught/Addressed

Least
30% 16% Most 9%

Listening:
45% of Communication 25% Efficiency
Com_m_h.ppt: p. 7 Rev. 1/1/01

July 23,

Com_m_h.ppt: p. 9 Rev. 1/1/01

All communication methods are important in training but our emphasis will be upon the spoken word... since

70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Types of Communication
Speaking

Listening
Non Verbal

Writing

LISTENING
DEFENITION
The process of understanding verbal, vocal & Audio / Video message

Verbal Words Vocal Voice Audio / Video Other Sounds

( Hearing is not Listening)

Listening & Speaking

Listening takes. . .

concentration and energy curiosity and open-mindedness analysis and understanding

Speaking requires. . .

sharp focus logical thinking clear phrasing crisp delivery

Com_m_h.ppt: p. 14 Rev. 1/1/01

Meaning

Listening Is With The Mind Hearing With The Senses Listening Is Conscious. An Active Process Of

Eliciting Information Ideas, Attitudes And Emotions Interpersonal, Oral Exchange

Types of Listening Informative Listening

Relationship Listening

Vocabulary Concentration Memory Attending Supporting Empathizing

Appreciative Listening

Presentation Perception Previous experience

Types of Listening
Critical Listening

Ethos Logos Pathos Hearing Ability Awareness of Sound Structure Integration of non-verbal cues

Discriminative Listening

Stages of the Listening Process

1. 2. 3. 4. 5. 6.

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Listeningthe other side of communication

Too many people see communication as merely speaking.

Messages must be received as well as sent. A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!

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July 23, 2003

How good is our listening?

We use only
th of our listening capacity 1/10 th of our Memory potential

We Forget

50% within 8 hours 95% within 1 week unless efforts are made to Remember

We distort
what little we remember

Basic Communication Skills Profile

Communication Order Learned Extent Used Extent Taught

Listening Speaking Reading Writing

First Second Third Fourth

First Second Third Fourth

Fourth Third Second First

WHAT IS EFFECTIVE LISTENING?

Effective communication exists between two people when the receiver interprets and understands the senders message in the way the speaker intended it.
Active Listening presumes: You are important to me and I understand and accept all as true: What you think How you feel What you need What you want

HOW TO BE A GOOD LISTENER?

Stop talking to yourself Empathize Ask questions, But do not interrupt Concentrate on what is Said Look at the speaker Smile / Acknowledge properly Leave emotions behind Control Your Anger Get rid of distractions

REASONS FOR POOR LISTENING

We haveA short attention span Thinking speed 4 x listening speed Filters fro screening messages No formal education in listening

HABBITS OF A POOR LISTENER

EYE CONTACT
LOOKS Over your shoulders

Body language
Arms crossed, taps Table

Voice
Passive, in a hurry

HABBITS OF A POOR LISTENER

We do not listen well to those we consider
Inferior

Not Very believable

Not trust worthy Unattractive

Barriers to Active Listening Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

What causes distortion or the barriers to understanding/listening?

Perceptions Language Semantics Personal Interests Emotions Inflections Environment noise Preconceived notions/expectations Wordiness Attention span Physical hearing problem Speed of thought

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Barriers to Effective Listening

Internal Barriers: Hearing what you want to hear Biased listening

Hot Buttons or the Effects of Emotions

on Listening Physical Barriers Semantic Barriers Lack of Training

Barriers to Effective Listening

External Barriers

Talker not speaking loudly enough Talkers mannerisms, appearance

Loud noises
Room temperature (too hot / too cold) Interruptions, phone calls Fidgeting / Clock watching Time pressure, deadline

Effective Listening
Behaviors that hinder effective listening 1. Acting distracted 2. Telling your own story without acknowledging theirs first 3. No response
4. 5.

6.
7. 8. 9.

10.
11.

Invalidating response, put downs Interrupting Criticizing Judging Diagnosing Giving advice/solutions Changing the subject Reassuring without acknowledgment

Com_m_h.ppt: p. 31 Rev. 1/1/01

Effective Listening
Behaviors that support effective listening 1. Maintaining relaxed body posture 2. Leaning slightly forward if sitting 3. Facing person squarely at eye level 4. Maintaining an open posture 5. Maintaining appropriate distance 6. Offering simple acknowledgments 7. Reflecting meaning (paraphrase) 8. Reflecting emotions 9. Using eye contact 10. Providing non-distracting environment
Com_m_h.ppt: p. 32 Rev. 1/1/01

How can we improve our listening skills?

Eliminate distractions Concentrate Focus on the speaker Maintain an open mind Look for nonverbal cues Do not react to emotive words Ask questions Sit so you can see & hear Avoid prejudices

Take notes
Ask for clarification

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July 23, 2003

Methods to Improve
Effective Listening Skills
Listen with understanding; non-judgmentally & noncritically Refrain from solving the talkers problems or doing the persons thinking for him or her. Dont give advice.

Time your responses and questions

Maintain eye contact Face the person with an open, relaxed posture

Acknowledge the speaker by nodding, leaning forward, making facial expressions that match the talkers feelings

How to Be an Effective Listener

What You Think about Listening ?

Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Capitalize on the speed differential Organize material for learning

How to Be an Effective Listener

What You Feel about Listening ?

Want to listen Delay judgment Admit your biases Dont tune out dry subjects Accept responsibility for understanding Encourage others to talk

How to Be an Effective Listener

What You Do about Listening ?

Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

Listening Skills
1. Have a purpose or reason for listening. 2. Ask questions. 3. Provide speaker with verbal and nonverbal feedback 4. Be aware of your attitudes towards the speaker and
attempt to listen objectively.

5. Wait before responding. Do not formulate your response

while the speaker is delivering the message.

6. Listen with your eyes as well as your ears.

7. Listen for feelings as well as information.

8. Look for important themes. 9. Avoid imposing your values on the speaker. Listen
in a non-judgmental way.

10. Overlook negative aspects of the speakers delivery

which might interfere with your understanding the message.

Good Listening Is An Active Skill

Observing what one does Hearing what one says and how one says it Feeling how one is feeling

Sensing what one has not said, but wishes to or means to say

Importance of Listening to Non-Verbals

Much is communicated that isnt verbalized even when an individual is not talking, he/she is still communicating in some manner.
The skilled listener hears more than the speakers voice: pitch, rate, subtle variations face color & how it changes; movement of lips, mouth, cheeks, eyebrows

Become aware of expressions that convey tension, doubt, trust, inattention, and so forth.

Nonverbal & Verbal Cues

Uh..
Um..

Listen To Me!
Activity
Listener Evaluator

Solution-Seeker

I/You Messages
YOU I

Benefits of Active Listening

Respect Trust Productivity Accuracy Enhances our Relationships Conflict Resolution Cultivates Positive Work Environment

Benefits of Active Listening

Wins Friends Learning

Confidence
Innovative Solutions Reduces Negative Assumptions

Active Listening Skills

The Heart of Empathic Understanding

Active Listening Skills

Pay attention Look at the speaker Avoid distractions Dont interrupt Ask questions Repeat what the person said

What Active Listening Is

Hearing is passive Listening is active ACTIVE LISTENING MEANS YOU HAVE TO PAY ATTENTION !!!!! Dont get distracted by other things. Focus attention and concentrate on what is being said. Ask questions to be sure you understand what is being said. Repeating what the speaker says, and not interrupt while the speaker is talking.

Am I a Good Listener?
1) 2) 3) 4) 5) 6) 7) Handout #1 check the boxes that applies to you. Do you look at the person who is speaking? Do you miss important information because you daydream? Do you sit next to people who distract you? Do you distract people around you? Do you doodle or draw when the teacher is speaking? Do you to ask questions? If you have a question, do you write it down first and then ask it after the speaker finishes speaking? 8) Do you keep books and other things on your desk that you dont need? 9) Do you try to concentrate on what the speaker is saying, and not letting your mind wonder to other things? 10) Do you make sure you understand correctly and repeat what the speaker said?

Reflecting

Purpose
To

show that you understand how the person feels. the speakers basic feelings.

Action
Reflects

Example:
You seem very upset.

Encouraging

Purpose
To

convey interest. To encourage the other person to keep talking.

Action
Dont

agree or disagree. Use neutral words. Use varying voice intonations.

Example
Can

you tell me more?

Summarizing

Purpose
To

review progress. To pull together important ideas and facts. To establish a basis for further discussion.

Action
Restate

major ideas expressed, including feelings. seem to be the key ideas youve expressed

Example
These

Clarifying

Purpose
To To To

help you clarify what is said. get more information. help the speaker see other points of view.

Action
Ask questions. Restate wrong interpretation

to force the speaker to

explain further.

Example
When did this happen? Do I have this right? You

think he told you to give him the pencil because he doesnt like you?

Restating

Purpose
To

show you are listening and understanding what is being said. To help the speaker see other points of view.

Action
Restate

basic ideas and facts.

Example
So

you would like your friends to include you at recess, is that right?

Validating

Purpose
To

acknowledge the worthiness of the other person.

Action
Acknowledge

the value of their issues and feelings. Show appreciation for their efforts and actions.

Example
I

truly appreciate your willingness to resolve this matter.

Active Listening
1. Setting the stage

Choose an appropriate physical environment Remove distractions Be open and accessible Listen with empathy

2. Insuring mutual understanding

Reflect feelings Paraphrase main ideas Interrupt to clarify Confirm next steps

Com_m_h.ppt: p. 57 Rev. 1/1/01

Active Listening
3. Understanding body language

Observe position and posturing Make eye contact Consider expression and gestures

4. Suspending judgment

Concentrate Keep an open mind Hear the person out

Com_m_h.ppt: p. 58 Rev. 1/1/01

Building a Helping Relationship

Relationships are built Empathy Trust Intimacy What is Empathy? How is empathy built? What is Trust? How is trust built? What is Intimacy? How is intimacy built?

Ethical Principles
First, do no harm. Malfeasance Help, if you can. Beneficence Client Autonomy Least restrictive helping alternative Fair and Compassionate Treatment Respect for Differences

Paraphrasing: Restating Content

What is paraphrasing?
When is paraphrasing used? How do you paraphrase?

Summarizing: Finding the themes

What is summarizing?
When is summarizing used? How do you summarize?

Reflecting Feelings
What is reflecting feeling?
When is reflecting feeling used? How do you reflect feeling?

Skill-Sets
Basic skills establish a relationship based on

empathy, trust, and intimacy

N-V Listening Restating Content Reflecting Feeling

Preparing skills transition into goal-setting Advancing skills move the clients goals forward
Inquiring Giving Information Based on experience, reaction, perception, or observed discrepancies

Proxemics
Physical, Social, & Personal Space Physical arrangement Position Distance between helper and client

Kinesics
Eye contact Natural Direct Avoid staring Comparatively constant Interrupt when theres a break in discussion or when thinking Head & Body Movements Body messages Open posture Leaning in to listen Attentive Gestures

Paralanguage: How you say what you say

Silence Minimal Verbal Responses

Voice Level
Pitch Fluency

Emotional Expression/Affect

Time & Timing

Cultural differences in concepts of time Helping responses must be appropriately timed to be

useful Synchrony

RELAX !!!!!
Initially very difficult Wont feel natural at first With practice, comes a more refined active listening style

Review Communications That Empower

Active Listening. Asking for more information. Paraphrasing. Checking your assumptions about the other persons feelings. Sharing information to help the other person understand your point of view. Reporting your own feelings. Offering alternatives.

How can we improve our listening & facilitation skills as Speakers?

PARAPHRASING
Restating what another has said in your own words

SUMMARIZING
Pulling together the main points of a speaker

QUESTIONING
Challenging participants to tackle & solve problems

Other helpful techniques to foster communication (both verbal and non-verbal)

Nod Your Head

Repeat the last word or two of the prior speaker

Maintain eye contact

Keep an open body position

Make encouraging statements

Repeat a sentence or part of one

THE TEN COMMANDMENTS

Stop Talking. Put The Talker At Ease. Show Him That You Want To Listen. Remove Distractions. Empathize With Him. Be Patient. Hold Your Temper. Go Easy On Arguments And Criticism. Ask Questions. Stop Talking!

Qualities of Active Listeners

Desire to be other-directed No desire to protect yourself

Desire to imagine the experience of the other

Desire to understand, not critique

ACTIVE LISTENING
Body Language Open-Ended Questions Acknowledge Feelings

Repeat Content

Dont Judge

Be Quiet

Skills for Active Listening

BODY LANGUAGE Examples: Sitting forward Eye contact

Nodding head

Skills for Active Listening

OPEN-ENDED QUESTIONS Examples: What happened after that? Who was there?

What did they do?

How did that work?

Skills for Active Listening

REPEAT CONTENT Examples: So what I hear you saying is . . .

Skills for Active Listening

ACKNOWLEDGING FEELINGS Examples: Youre feeling ___. It makes you (feeling) that . . .

Skills for Active Listening

DONT JUDGE Examples: Bite your tongue!

Skills for Active Listening

BEING QUIET Examples: Count to yourself.

Trying It Out
LISTENER
Active Listening

SPEAKER

The biggest challenge of being an educator

OBSERVER

Make note of active listening skills being used. Feedback.

Effective Note Making

Note making is essential in college:

For lectures, which are a highly condensed methods of passing on information For reading, because what you don't write down, you don't remember

Effective Note Making

Note making is a skill:

Most people feel deficient It can be learned This takes understanding of what you're doing It takes practice, which involves effort

Effective Note Making

Note making is difficult because:

Spoken language is more diffuse than written Speaker's organization is not immediately apparent Immediate feedback seldom occurs Spoken language is quickly gone This makes analysis difficult

Five purposes for note making:

Provides a written record for review Provides a definite, limited learning task Forces you to pay attention Requires organization, and active effort on the part of the listener Listener must condense and rephrase, which aids understanding

Sequence

Listen and focus on meaning Evaluate what is being said Is it relevant to your purpose? What are the high points? Record the information Make use of it

Physical factors
Seating

Near the front and center - easier to see and hear Avoid distractions - doorways, windows, glare; friends, foes Loose leaf notebook: lies flat - organization and additions are easier Two pens, wide-lined, easy-eye paper; use dividers Course, date, and topic clearly labeled

Materials

Before taking notes - PREVIEW

Prepare yourself mentally - What do you need to get out of this? Review notes from last time and homework. Nail your attention down tight. Review the outline from your reading assignment Think through what has happened in the class to date Generate enthusiasm and interest
Increased knowledge results in increased interest A clear sense of purpose on your part will make the course content more relevant Acting as if you are interested can help Don't let the personality or mannerisms of a speaker put you off

Be ready to understand and remember Anticipate the next step and compare what you've guessed with what happens

Get Involved!

Tune-in, look, listen for clues:

Tone or gesture of Professor Repetition; cue words: "remember!"

Notice what conflicts with your current opinions

They are harder to understand and remember

Keep thinking...
Look for emerging patterns Write questions in margins to be answered later

While taking notes

Don't try for a verbatim transcript

Get all of the main ideas Record some details. illustrations, implications, etc.

Leave plenty of wide space for later additions underscore or star major points Note speaker's organization of material
Organization aids memory Organization indicates gaps when they occur - you fill in later

Be accurate
Listen carefully to what is being said Pay attention to qualifying words like: sometimes, usually, rarely, etc. Notice signals that a change of direction is coming: but, however, on the other hand

While taking notes

Be an aggressive, not a passive, listener

Jot questions in your notes Do you believe what you're hearing? What do you believe? Seek out meanings. Look for implications beyond what is being said. Relate the material to your other classes and your life outside of school.

Develop a shorthand of your own

Jot down words or phrases; use contractions and abbreviations Leave out small service words, use symbols: +, =,&, ~)

Try to get the hang of listening and writing at the same time. It can be done
You may practice listening to the news on TV and taking notes

POST VIEW: Don't move - go over notes at once!

Review and reword them as soon after class as

possible

Build review time into your schedule Don't just recopy or type without thought "Reminiscing" may provide forgotten material later Rewrite incomplete or skimpy parts in greater detail Fill in gaps as you remember points heard but not recorded Arrange with another student to compare notes Find answers to any questions remaining unanswered Write a brief summary of the class session Formulate several generalized test questions based on the material

POST VIEW: Don't move - go over notes at once!

Use your notes as a learning tool

Review at spaced intervals it is more effective than the same effort spent cramming We forget 50% of what we hear immediately, two days later, another 25% is gone. But relearning is rapid if regular review is used. Compare the information in your notes with your own experience - don't swallow everything uncritically Don't reject what seems strange or incorrect. Check it out. Be willing to hold some seeming inconsistencies in your mind over a period of time. Build a good "thought map" of the ideas. Explain it to anyone who'll listen. Memorize that which must be memorized.

Change the following You messages to a more positive I message.

1. 2. 3. 4. 5. 6. 7. You never call me. You dont listen to me! Everyone here hates me! Thats a dumb idea. No one does anything here. You annoy me, go away! Leave me alone! 1. I wish you would call me more often. 2. Sometimes I feel I am not being listened to. 3. I sometimes feel people dislike me. 4. Maybe we could try a different idea. 5. Lets everyone work hard together. 6. I need some time to myself right now. 7. I feel that you dont have time for me anymore. Is something wrong? I dont think that I was told the complete truth. I didnt know you were coming.

8. 9.

You lied to me. Who invited you!

8. 9.

10. You did a horrible job. 11. You make me so mad.

10. I think you can do a little better. 11. 12. I get angry at you sometimes when you Sometimes I think you dont consider how I feel.

12. You are so inconsiderate!

Show interest. Be understanding of the other person and use words such as I see or I understand to confirm your understanding. If there is a problem, listen for the cause and single it out. Help person associate problem with the cause. Encourage the speaker to develop ability and desire to solve his or her own problem. Learn to be silent. Restate what the speaker has said to let him or her know you are listening. End the conversation by repeating and confirming what has been discussed. Concentrate intently on the speaker. Practice reinforcing nonverbal behaviors, such as leaning forward, establishing and maintaining eye contact, etc. Be alert and attentive. Imagine yourself in this persons place.

Talking Terror
Indicate in the space provided the degree to which you agree or disagree with each statement by noting whether you: 5 Strongly Disagree; 4 Disagree; 3 Are Undecided; 2 Agree; 1 Strongly Agree. There are no right or wrong answers. Work quickly to record your first impression. You do not have to answer any question you do not wish to answer. ___ 1. I dislike participating in group discussions. ___ 2. Generally, I am comfortable while participating in group discussion. ___ 3. I am tense and nervous while participating in group discussions. ___ 4. I like to get involved in group discussions. ___ 5. Engaging in group discussion with new people makes me tense and nervous. ___ 6. I am calm and relaxed while participating in group discussions. ___ 7. Generally, I am nervous when I have to participate in a meeting. ___ 8. Usually I am calm and relaxed while participating in meetings. ___ 9. Usually, I am calm and relaxed when I am called on to express an opinion at a meeting ___ 10. I am afraid to express myself at meetings. ___ 11. Communicating at meetings usually makes me uncomfortable. ___ 12. I am very relaxed when answering questions at a meeting. ___ 13. While participating in a conversation with a new acquaintance, I feel very nervous. ___ 14. I have no fear of speaking up in conversations. ___ 15. Ordinarily, I am very tense and nervous in conversations. ___ 16. Ordinarily, I am very calm and relaxed in conversations. ___ 17. While conversing with a new acquaintance, I feel very relaxed. ___ 18. Im afraid to speak up in conversations. ___ 19. I have no fear of giving a speech. ___ 20. Certain parts of my body feel very tense and rigid while I am giving a speech. ___ 21. I feel very relaxed while giving a speech. ___ 22. My thoughts s become confused and jumbled when I am giving a speech. ___ 23. I face the prospect of giving a speech with confidence. ___ 24. While giving a speech, I get so nervous that I forget facts I really know.

Talking Terror Score Sheet

This score sheet will help you compute an overall communication apprehension score and a summary of your apprehension in four specific situations: group, meeting, dyadic (one on one), and public. Group Score: Question 2 ___ Meeting Score: Question 8 ___ +Question 4 ___ + Question 9 ___ +Question 6 ___ + Question 12 ___ Total ___ Total ___ - Question 1 ___ - Question 7 ___ - Question 3 ___ - Question 10 ___ - Question 5 ___ - Question 11 ___ Total ___ Total ___ Add 18 Add 18 Final Score ___ Final Score ___ Dyadic Score: Question 14 ___ +Question 16 ___ +Question 17 ___ Total ___ -Question 13 ___ -Question 15 ___ -Question 18 ___ Total ___ Add 18 Final Score ___ Public Score: Question 19 ___ +Question 21 ___ +Question 23 ___ Total ___ -Question 20 ___ -Question 22 ___ - Question 24 ___ Total ___ Add 18 Final Score ___

Overall Communication Apprehension (CA) = Add your group, meeting, dyadic, and public scores. Overall CA Score = ____

Talking Terror Interpreting Your Score

Low CA: Overall score is less than 55. Low CAs talk a great deal; they even talk with people when they are not particularly motivated to talk.
High CA: Overall score is greater than 83. High CAs are more withdrawn in conversation and appear tense and shy. Moderate CA: Overall score is between 55 and 83. Moderate CAs recognize that at times there are times to talk and times when they should not talk. Their level of participation in conversation varies.

Jewelry Store
The Story A business person was about to lock up the jewelry store when a man holding a bag pushed his way in. He demanded that one of the jewelry cases be opened. The owner unlocked the jewelry case, and its contest were removed. A dog appeared and began barking. The man ran away. True or False 1. 2. 3. 4. 5. 6. 7. 8. The man pushed his way in before the owner locked the door. The man was not carrying anything. Someone took jewelry out of the case. The story is about two people and a dog. The store was protected by a guard dog. The robber ran away. The man demanded jewelry from the owner. Someone unlocked the jewelry case.

Active Listening Tips

Handout #41) Make up your mind to pay attention. 2) Focus on the speaker and what he/she is talking about. 3) Avoid distractions. 4) Dont interrupt. 5) Take notes to help you remember what the speaker said. 6) When you are being given directions, listen for: what you are supposed to do, how you are to proceed, when it is due. 7) Put what you hear into your own words, to make sure you understood correctly.

Improving Listening Comprehension

Listening comprehension is the act of understanding an oral message It involves speech decoding, comprehending, and oral discourse analysis

Speech Decoding

Sound Perception and Recognition

(Recognising sounds and sound patterns accurately, recognising the way sounds combine to form syllables and utterances)

Speech Decoding
Word recognition ( Recognising words accurately, understanding the definitions of the words being use, recognising the way words are used un context, identifying attention signals)

Intensive Listening
1.

Listening to the introduction? What is the position, knowledge, background, experience of the speaker? What is his credibility? What is the overall purpose of the talk? What is the central idea or theme? What is the overall structure? What does the speaker intend to do? What are the main points of the talk?

Intensive listening
2. Listening to the Body Contains the main message-pay attention Concentrate on verbal signposts Recognise main supporting details of the oral message Concentrate on visual aids

Intensive Listening
3. Listening to the conclusion Understand the main themes of the verbal message Recognise the speaker`s focus of the talk Concentrate on what the speaker wants the listener`s to do, or remember

Signal Phrases
Purpose of the speaker * Introduces a topic * Develops an idea Signal phrases Today, I`d like to talk about, What I am going to discuss is If we critically examine the situation.., The most significant point is

* Emphasises a point
* Contrasts several ideas * Shows transition of ideas

I am sure you will agree with me.., I`d like to emphasise..

On the other hand., In contrast, My next point is Finally.., I`d like to sum up

Concludes

Logical Connectors and Transitional Signals

Purpose of the speaker Adds a point compares contrasts Shows segmentation Exemplifies Logical connectors Moreover, in addition Similarly, likewise In contrast, However, Right, OK, And, Now, That`s all In other words, For instance

Temporal
Explains

Eventually, For the time being, Before

Therefore, Thus

Speech Decoding
Accent recognition ( recognise stress, identify pauses, hesitations )

Comprehending
Comprehending a verbal message involves the ability to: Identify the central theme, main ideas and supporting details; Concentrate and understand long speeches Identify the level of formality Deduce incomplete information Deduce unfamiliar vocabulary

Oral Discourse Analysis

Is the process of identifying relationships among different units within the speech or oral message: Critical skills Attitude analysis Inferential skills

Listening to structured talks

Pre-listening analysis-determining the purpose, knowing your speaker Predicting about the content of a verbal message Using background knowledge Intensive listening

Whose responsibility is communication?

Two-Way Communication
What Is In It For Me?

How NOT to Communicate!

Misunderstanding

What causes misunderstanding? How can you minimise misunderstanding? How can stereotyping affect your communication? How to use active listening to gain rapport and commitment? When should you use first person sentences when communicating with others and when should you use second person?

I See What You are Saying

Body Language
How can you read people through their body language and understand their motives better? What gestures should you be aware of? What are the differences between open and closed body gestures and how do they impact your communication with others? How to spot lies? How to control your voice to get maximum effect?

Questions?

Thank You

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